Job Description:
Customer Engagement Adviser
Victory House, Brighton (BN1 4FY)
Hybrid – Up to 3 Days WFH
Permanent
From £27,300 (Depending on Experience) + Commission and Fantastic Benefits
Full time (35 Hours)
Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.
Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.
The role
The Customer Engagement team are responsible for the retention of existing members who are approaching their renewal dates, as well as handling cancellation requests and maximising retention mid-term.
The team are responsible for policy changes such as USA upgrades and addition of dependants, which can happen mid-term or at renewal. The team also takes responsibility for welcoming new members to Bupa Global, as well as mid-term check in calls. Communication with members can be via phone or email.
You will receive and make calls regarding Bupa Global memberships and be responsible for effectively identifying our customer needs in order to advise and retain members. You will also be responsible for ensuring individual and team performance targets are met.
You will need to maintain the quality of member records through accurately recording information during and post call to ensure we are able to analyse the effectiveness of these actions and improve our processes going forward.
You’ll help us make health happen by
- Work from outbound call lists, inbound calls and email communications to address member queries with the goal of retaining and renewing the individual’s membership.
- Use existing sales and negotiation skills to correctly assess the members’ needs, making changes to policies where appropriate
- Work towards pre-set targets and quality measures to ensure an excellent customer experience for all member interactions.
- Take full ownership for all member contact and recommend any appropriate options, from providing quotations to answering queries
- Ensure that every opportunity to fully deliver to the member is identified and taken.
Key Skills / Qualifications needed for this role
- Strong communication and interpersonal skills
- Excellent listening and questioning skills to ensure all member information is identified
- Ability to advise and influence- listens and considers information leading to the application of sound business advice
- Decision making ability
- Self-motivated and target driven, with excellent planning and organisational skills
- To have a good geographical knowledge and appreciation of differing time zones
- Proven sales record and strong customer service skills
- Ideally to have some experience of the Healthcare market
- Constructively reviews and analyses own performance in order to develop potential
Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.
Joining Bupa in this role you will receive the following benefits and more:
• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts
Why Bupa?
We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.
We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.
As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
Time Type:
Full time
Job Area:
Call Centre
Locations:
Victory House, Brighton
